This article explains how loyalty points work for different types of order changes — adding, canceling, crediting, and editing items.

When are points credited?

Points are credited to the customer as soon as the order is marked as paid. In Shoptet, you go to the order and mark it as paid. Shoptet also allows you to set the order to be marked as paid automatically when you move to a certain status.

Order cancellation

When canceling the entire order, all points will be automatically refunded:

• Charged points — points credited to the customer for the purchase are removed
• Points redeemed — points used for discounts will be returned to the customer's account

The customer will return to the state as if the order did not exist.

If the order includes a coupon from redeeming points and the coupon item is canceled (not the entire order), the redemption will also be refunded — the system detects the canceled coupon item.

Credit note (return of goods)

The credit reduces the prices of the order items. The system automatically recalculates the points:

• Charged points — will decrease in proportion to the decrease in the price of the goods
• Points used — excess points will be returned to the customer. The discount in CZK on the order remains.

Partial credit note

Credit for part of the order (e.g. one of several products). The charged points will be reduced in proportion to the price. The excess points will be returned from the points used — if the remaining goods do not cover the entire discount, the corresponding points will be returned.

Full credit note (entire order)

A credit for the entire order has the same effect as a cancellation from a points perspective:

• Charged points will be removed (price of goods will drop to 0 → 0 points per purchase)
• If there was a redemption on the order, the points will be returned to the customer

Credit note containing a withdrawal coupon

If the credit note also includes a coupon item (discount from redeeming points), the system will evaluate this as a cancellation of the redemption — the redeemed points will be returned to the customer.

Multiple credit notes per order

Credits are cumulative. Each additional credit further reduces prices and recalculates points.

Deleting a credit note

If the credit is deleted, the order will revert to the original prices and the points will be recalculated:

• Charged points will be increased to their original value.
• Points withdrawn are restored — the system remembers the original withdrawal and returns it to the original value at most

The system will never exceed the original number of points redeemed. If a customer redeemed 30 points, after deleting the credit note, the redemption can return to a maximum of 30 points.

Credit memo editing (removing/adding items)

If you remove an item from a credit note, the system recalculates the credit note — the price of the removed item is restored to the order and the points are adjusted accordingly.

Order editing (changing items)

Any change to order items will automatically recalculate points:

• Removal or reduction of the price of an item — charged points will be reduced, excess points will be returned
• Adding or increasing the price of an item — charged points increase, points spent remain unchanged (more points are never deducted)

When editing an order with points redemption, you do not need to remove the coupon. The system automatically recalculates the number of points used.

If you remove or cancel the coupon from the order manually, the system will fully refund the redemption — the customer will get all points back and the discount from the order will disappear.

Can I cancel a drawdown on an order?

Yes, just remove the discount coupon on the order that is related to the drawdown. The redeemed points will be returned to the customer's account.

As the total amount of the order will change, the points earned for this order will be recalculated at the same time.

Combination of credit note + cancellation

If there is a full credit note on the order and you subsequently cancel the order:

• The credit has already deducted the charged points and possibly returned the points drawn.
• Cancellation then does not deduct again — points are already at zero

There is no double refund of points. The system detects that points have already been deducted/refunded via credit.